Vietnam’s economic landscape is rapidly evolving, and customer service is at the heart of this transformation. As the country continues to grow, the way businesses interact with customers is becoming increasingly important. Vietnam’s prospects for the next ten years remain promising because GDP growth is substantially likely to increase, with annual GDP growth of 2 to 7% predicted between 2023 and 2030. Customers are therefore growing more discerning and demanding. Businesses must continuously enhance service quality in the face of intense competitive pressure and rising customer expectations. Building customer experience strategies has been a top priority for 72% of firms in recent years, and this percentage has been continuously rising. The following section will delve deeper into how globalization is shaping customer service in Vietnam, particularly in the context of the country’s integration into the global economy.

The Impact of Globalization

As Vietnamese businesses expand their reach beyond national borders, they encounter new challenges and opportunities. This globalization directly impacts customer service, as Vietnamese companies must now meet international standards and expectations. Businesses that become global confront more intense competition since they must contend with a large number of domestic and international rivals. To stay competitive, they are compelled to enhance the quality of their products, optimize their manufacturing methods, modernize their technology, and enhance their services.

In the face of these global pressures, Vietnamese businesses are adapting by diversifying their offerings and embracing cutting-edge technologies. When participating in the international market, businesses diversify their product and service portfolio, serving more diverse customer needs. In addition, through cooperation, joint ventures, and investments abroad, modern technologies from more developed partners are applied to improve production and business capacity.

Changing consumer preferences

Vietnam’s rapid adoption of digital technologies is transforming consumer expectations, leading to a demand for more integrated and personalized customer experiences. In the digital era, Vietnamese consumers seem to be more omnichannel-inclined and expect a “phygital” experience. Statistics show that 81% of consumers are prepared to spend more on goods and services if they receive a seamless and convenient experience, and that 66% of consumers have stopped using a product because they felt the company did not care about their experience. The media and technology companies that keep delivering omnichannel products are what are driving this trend. Omnichannel significantly improves tailored experiences by capturing the consumer journey over online channels, winning over users’ hearts in the process.

Challenges and opportunities

The evolving landscape of customer service in Vietnam presents both challenges and opportunities, especially as businesses transition to digital platforms. The initial stage in a digital age customer experience plan to keep consumers engaged and connected is to move from offline to online and integrate systems for responding to online customers’ demands. Furthermore, it is crucial to listen to and take care of customers with community-based empathy, which will be demonstrated through changes in product and service prices and offering policies to accompany each other through difficult times.

As Vietnam’s economy grows, so does its middle class, creating new dynamics in consumer behavior that businesses must address. As the middle class in Vietnam grows in size, diversity, and wealth, businesses operating in the country may need to modify their value offerings to capitalize on the heightened demand this change generates.

These additions should help create a more cohesive narrative that emphasizes Vietnam’s unique position and the continuous thread of customer service evolution throughout the article.